Track your order
Do you want to know where your order is and when it will be delivered exactly? Or has your order been delivered incomplete? Find the answer easily by filling in your details!
Frequently asked questions... with answers, of course
How do I place an order?
Ordering with us is quick and easy
Our ordering process consists of four clear steps where you decide how you want it. Your order is only finalized after the order confirmation, allowing you to adjust everything to your preference beforehand.
1. Select your products
Click Add to Cart to add an item.
Need more than one item? Change the quantity in your cart.
Do you want to continue shopping? Click Continue Shopping
Changed your mind? Click X to delete an item
2. Choose your shipping method
Select the delivery option that suits you best:
Parcel Delivery - Standard shipping for eligible items.
Pallet Transport - For items too large for standard shipping.
Pickup at a collection point - Available for standard size items.
Have you chosen a shipping method? Click Proceed to Order.
3. Enter your address details
New customer? Enter your information, You can also create an account by checking the Account box - we recommend this for easy tracking of your order in your Dashboard
Existing customer? Log in with your email and password. Forgot your password? Click Forgot your password to receive a reset link by email.
Fill in your delivery address in the Your details section, this information is mandatory for delivery, and fields marked with an asterisk (*) must be complete.
Finished entering your details? Click Next Step.
4. Choose your payment method
You can pay using the following methods:
iDEAL online banking
Advance payment via bank transfer
VISA or Mastercard via secure connection
Bancontact
ApplePay
GooglePay
PayPal (depending on country)
Wero
Klarna
5. Order confirmation
At this stage, you will receive an overview of your order. Check all information carefully. Once confirmed, you will receive an order confirmation email with the details of your purchase.
As soon as your order is shipped, we will send you a tracking link to track your delivery.
How can I track the status of my order?
Tracking your order is quick and easy. You can check your order status either through your account or without an account.
1. Track Your Order Without an Account
If you don’t have an account, you can still check your order status easily:
Click "Search" to view the current status of your order.
2. Track Your Order via Your Account
If you have an account, you can track your order through your Customer Dashboard.
Go to our website and log in using your email and password.
Didn’t create an account when placing your order? You can register using the same email address used for your order.
3. Access Your Orders
Click on "My Account" in the top right corner of the main menu.
In the "My Orders" section, you can view the current status of your order and check your order history.
4. Track Your Delivery
You can check your order progress at any time, from processing to delivery.
Once your order is shipped, you will receive a tracking link to follow your package.
If you need any assistance or more information, our customer service team is happy to help!
Why should I wait to schedule installation until my order is delivered?
We understand how exciting it is to plan your kitchen or bathroom project, but to avoid unexpected issues, we strongly advise not booking any plumber, installer, or contractor until your order has been delivered and checked.
Although we always strive for fast, reliable shipping, delays or product issues can sometimes happen due to external logistics partners or supplier constraints.
Why this is important:
Your product might arrive later than expected due to shipping or stock delays.
You’ll want to inspect the product upon arrival to ensure it’s complete and in perfect condition.
Planning ahead without the product in hand can lead to extra installation costs or rescheduling fees.
Please note:
We cannot reimburse any costs associated with third-party services (such as plumbers or fitters), nor can we offer compensation for missed appointments or project delays.
We appreciate your understanding and cooperation — and we’re always here to help if you need updates about your order or help coordinating the next steps!
What payment methods do you accept?
We offer a variety of secure and easy payment methods to ensure a smooth checkout process. Below is an overview of all available payment options:
1. iDEAL
Pay securely and directly via your own bank. iDEAL is supported by most Dutch banks and is a fast and reliable payment method.
2. Credit Card (Visa, MasterCard, American Express)
We accept all major credit cards. Your payment is securely processed using the latest encryption technologies, ensuring your data is well protected.
3. Apple Pay
Apple users can conveniently pay via Apple Pay. Complete your payment quickly and securely using your iPhone, iPad, or Mac.
4. Google Pay
Android users can use Google Pay to check out effortlessly with their stored payment details.
5. Bancontact
Widely used and secure payment method in Belgium, allowing customer to pay directly via their bank.
6. Klarna Pay Later
With Klarna, you can receive your order first and pay later. The maximum spending limit is € 750, subject to approval by Klarna.
7. Bank Transfer
Prefer to transfer the amount yourself? You can choose a bank transfer. Please note that your order will only be processed once the payment has been received, which may take a few working days.
Important information
Additional fees may apply to certain payment methods. Any surcharges will be clearly displayed during checkout.
We strive to make your payment process as secure and smooth as possible.
Do you have any questions about our payment methods or need help completing your order? Feel free to contact our customer service – we’re happy to assist you!
How can I get a copy of my invoice?
We understand how important it is to have an invoice — whether it's for your records, a return, or business purposes. It's easy to find your invoice, whether or not you have an account.
If you have an account
Did you create an account before placing your order? Then you can download your invoice anytime. Here’s how:
Go to our website.
Click on “Account” in the top right corner and log in.
Go to “My Orders.”
Find the relevant order and click on “View Order.”
Click “Download Invoice.”
Your invoice will then be saved as a PDF file so you can easily store or print it.
If you ordered without creating an account
No worries! The invoice is automatically sent to the email address you provided at checkout.
Here’s how you can find it:
Check your inbox for the email with the invoice.
Try searching for keywords like “invoice” or the name of our store.
Didn’t receive an invoice?
If you haven’t received the invoice:
Make sure you entered the correct email address with your order.
Also check your spam or junk folder.
Try searching your inbox using terms like “invoice,” “receipt,” or our store name.
Still can’t find your invoice?
Feel free to contact our customer service team and provide the following details:
Your order number
The email address you used for the order
We’ll be happy to send you the invoice again.
What should I do if my payment didn’t go through?
Don’t worry — failed payments can happen for several reasons. Follow the steps below to identify the issue and successfully complete your order.
1. Check if your order was placed
To confirm whether your payment went through:
Check your inbox for an order confirmation email
Log into your customer account and check under “My Orders”
If you checked out as a guest, use the “Track Your Order” tool on our Customer Service page. Enter your email address and the order number shown on the confirmation screen
Important: If you didn’t receive a confirmation email and the order doesn’t appear in your account or via guest tracking, your payment likely failed and the order was not processed.
2. Verify your payment details
Incorrect or incomplete information is one of the most common causes of failure. Please check the following:
If paying by credit or debit card:
Card number, expiration date, and CVV
Billing address matches what your bank has on file
All required fields were filled in at checkout
Card is enabled for online and international transactions
Card has not been blocked by your bank for security reasons
If using Apple Pay or Google Pay:
You are signed into the correct Apple ID or Google Account
The selected card in your wallet is active
Your device is verified (Face ID, Touch ID, or passcode)
Billing address in your wallet matches the checkout form
Browser or device permissions are granted for payment
If paying via Klarna:
Klarna approved the transaction (they may decline it based on their criteria)
Your personal and billing details are correct
You haven’t exceeded your Klarna spending limit
You meet Klarna’s age, region, and eligibility requirements
If paying via bank transfer:
The reference number provided at checkout was used
IBAN and account number were entered correctly
Payment was made within the required timeframe
Please allow 1–5 business days for your bank to process the transfer
3. Try again
Sometimes the issue is temporary. You can:
Retry the payment using the same or a different payment method
Start a new checkout session by refreshing the page or clearing your browser’s cache
Try a different browser (like Chrome, Safari, or Firefox) or switch devices
4. Technical issues during checkout
You may experience:
A blank page or freeze after confirming payment — often caused by your bank’s 3D Secure verification
A delay in returning from your bank’s site to our checkout page
What to do:
Wait a few minutes before trying again
Avoid clicking “Back” or closing the page too early
Check your email or account to confirm whether the order went through before retrying
5. Check with your payment provider
The payment may have been declined due to:
Daily transaction limits
Restrictions on online or international payments
Insufficient funds
A failed 3D Secure verification
Contact your bank or payment provider to check if the transaction was blocked or rejected.
6. Still need help?
If you're still unable to complete your payment, feel free to contact our customer service team. Please include:
The email address used at checkout
The payment method you tried
A brief description of the issue
Any relevant error messages or screenshots
We’ll look into the issue and help you finalize your purchase as soon as possible.
How will my order be delivered?
We ensure that your order is delivered to you quickly and carefully. Below you will find all information about our delivery methods, including parcel post and pallet transport.
Parcel delivery
Orders shipped via parcel post will be delivered by a parcel company. On the day of shipment, you will receive a track & trace code, allowing you to easily track your order.
Not at home upon delivery?
No problem! Your package will be delivered to the nearest pickup point. You can collect it the next business day.
Drop-off permission
If you give permission for the package to be left without a signature, you accept full liability for any loss or damage. We therefore advise against choosing this option.
Delivery days
Parcel services deliver from Monday to Saturday, except on national holidays.
Many of our products are available from stock. The current stock status is displayed on the product page.
Orders placed before 23:00 (if indicated) will be delivered the next day, except on Sundays.
For some products, an order must be placed before 15:00 for next business day delivery.
Pallet transport delivery
Larger orders are shipped via pallet transport through our external carriers Transmission BV or Dachser. You will also receive a track & trace code on the day of shipment.
Delivery to the front door
Your order will be delivered to the (first) front door on the ground floor. Please note that you are responsible for any vertical transport (e.g., to a higher floor).
Not at home upon delivery?
If no one is present on the agreed date, we will contact you to arrange a new delivery appointment. Please note: in this case, additional costs may apply.
Do you have questions about the delivery of your order? Feel free to contact our customer service. We are happy to assist you!
When will my order arrive?
We do our best to deliver your order as quickly as possible. On the product detail page, you will find the estimated delivery time.
Ordering multiple items?
Please note that the delivery time of your order is determined by the product with the longest delivery time.
Dependence on suppliers
While we strive for fast and reliable delivery, we are partially dependent on our manufacturers and suppliers. In exceptional cases, a delay may occur that is beyond our control. As a result, we cannot always fully guarantee the indicated delivery times.
Order on time!
Do you need your order by a specific date? We recommend ordering well in advance to avoid any potential delays.
Do you have questions about delivery times? Feel free to contact our customer service, we are happy to help!
Can I pick up my order from your warehouse?
We understand that picking up your order in person might seem like a faster or more convenient option — especially if you live nearby or need your item quickly. However, at this time, we do not offer pickup from our warehouse.
All orders placed through our webshop are delivered directly to your chosen address or a nearby parcel point. This allows us to provide fast, reliable, and secure delivery — without requiring you to coordinate a pickup time or visit a physical location.
Why we don’t offer local pickup
We operate as a 100% online business with centralized logistics, designed for speed, efficiency, and reliability. By focusing on direct shipping rather than local pickups, we can:
Ship orders straight from our warehouse to your door — as fast as possible
Offer consistent parcel and pallet delivery
Avoid delays, coordination issues, or human errors common with in-person handovers
Maintain optimal stock flow without needing physical customer access to the warehouse
The benefits of direct shipping
Choosing direct delivery means you don’t have to worry about logistics — we handle everything for you. Here’s how you benefit:
Fast dispatch — Many products are in stock and ship within 24 hours
Convenient tracking — You’ll receive a tracking link as soon as your order leaves our warehouse
Flexible delivery options — Choose home delivery or a pickup point that works best for you
No travel needed — Save time and fuel — your order comes to you
Secure packaging — Professionally packed and handled with care by trusted couriers
No waiting lines, no paperwork — Receive your item without needing to queue or sign forms
Have questions about delivery?
If you're wondering about shipping times, costs, or how to track your order, feel free to explore our Shipping & Delivery FAQs or contact our customer support team — we're happy to assist you.
How much does shipping cost?
Parcel Shipping
Shipping costs vary by country. We offer free shipping within the Netherlands and Belgium on orders over €100.
For orders to other countries, shipping costs apply when the order exceeds €200 or €250, depending on the destination. The exact shipping costs will be displayed during checkout.
Pallet Transport
For larger items that cannot be shipped via parcel post, we use pallet transport. This service is available within the EU, and specific rates apply. The exact shipping costs will be calculated and shown at checkout.
If you have any questions or need further information about our shipping costs, our customer service team is happy to assist you! Feel free to contact us.
What should I do if my order arrives damaged?
We’re sorry to hear that your order arrived damaged. We understand how frustrating this can be and are committed to resolving the issue as quickly and smoothly as possible. Please follow the steps below so we can help you right away.
What to Do if Your Order Arrived Damaged?
1.Report the Damage Promptly Please notify us of any damage as soon as possible, within 48 hours of delivery. This helps us take action quickly and efficiently.
2.Log in to Your Account Head to our website and log in with your account details. Under your order history, locate the affected order for quick reference.
3.Use the Helpdesk Chat Click on the Helpdesk Chat icon (found at the bottom right of the page or in your account) and select "Report Damage." This is the fastest way to get assistance.
4.Upload the Required Photos To properly assess the situation, please upload the following images:
Description of the contents and appearance of the package
Recognizable appearance of the package (markings, stickers, logos, etc.)
Written statement (+ signature) of the recipient
A photo of the outer packaging
A photo of the inner packaging
One or more photos of the damaged goods
A photo of the shipping box clearly showing the shipping label
Proof of delivery (dachser parcels)
Once we have received the photos, we can process the claim.
This documentation must be provided within 48 hours, without it it is not possible to make a claim against the courier company.
5.Wait for Our Response Once your report is submitted, our team will review everything and get back to you as soon as possible with the next steps. This may include sending a replacement or offering another solution tailored to your situation.
Suspect a Manufacturing Defect?
If the damage seems to be caused by a manufacturing defect rather than shipping, please also reach out via the Helpdesk Chat or submit a service request. We’ll work with you to find a suitable resolution.
Still Have Questions?
Don’t hesitate to contact us. Our friendly customer support team is happy to help and ready to assist you every step of the way.
What should I do if an item is missing from my order?
We understand how frustrating it can be to receive an incomplete delivery. While our warehouse team carefully checks and scans every item before dispatch, occasionally items may arrive separately or be packed in ways that aren’t immediately obvious.
Before contacting us, please follow these quick checks:
1. Check if your order is being delivered in multiple shipments
Some orders — especially those containing items of different sizes or from separate stock locations — may arrive in more than one parcel.
You can verify this by:
Reviewing your order confirmation email to see if multiple shipments are indicated
Checking your tracking information to confirm if additional packages are listed or still in transit
2. Inspect all packaging carefully
Smaller items such as accessories, fittings, or drains are often packed inside larger boxes for protection during transport.
Look inside the packaging of sinks, taps, or other bulky products
Check for any stickers, labels, or notes indicating that smaller items are included within larger packages
3. Not expecting another delivery? Report within 48 hours
If your tracking shows that all parcels have been delivered and you're not waiting for an additional shipment, any missing items must be reported to our Customer Service team within 48 hours of receiving your order.
This helps us resolve the issue quickly and efficiently.
Please provide:
Your order number
A list of the missing item(s)
Photos of the packaging and contents received
We will investigate promptly and arrange a replacement or appropriate solution.
Need help?
If you're unsure or want peace of mind, don’t hesitate to contact us — we’re always happy to assist and ensure you receive everything you ordered.
What should I do if I receive the wrong item?
We understand how disappointing it is to receive an item that’s not what you ordered. While our warehouse team carefully checks every package before dispatch, mistakes can occasionally happen. Don’t worry — we’re here to resolve this quickly for you.
Important: Please report any incorrect items within 48 hours of receiving your order. This allows us to process your claim efficiently and ensure a smooth resolution.
1. Double-check the product and packaging
Before contacting us, please:
Compare the article number (SKU) on the product or packaging with the item listed in your order confirmation.
Inspect all packages carefully. Smaller items or accessories may be packed inside larger boxes. Open and check all boxes thoroughly.
2. Review your order confirmation
Log into your account, or check your confirmation email if you ordered as a guest, to:
Confirm exactly what you ordered.
Ensure that a similar item from your order hasn’t been mistaken for the correct one (such as variations in size or color).
3. Contact us — We’ll sort it out
If you still believe you’ve received the wrong item, contact us via email or live chat within 48 hours.
To speed up the process, please include:
Your order number.
A brief description of the incorrect item received.
The product’s article number shown on the packaging label.
Photos of:
The item you received.
The product label or barcode.
The outer packaging, including the shipping label.
4. What happens next
Once we receive your details:
We will investigate the issue with our warehouse team.
If a mistake is confirmed, we’ll arrange for the correct item to be sent out as soon as possible.
If necessary, we’ll provide instructions and a prepaid label to return the incorrect item.
How long does it take?
We aim to resolve such cases within 2-3 business days after receiving your information. The delivery of your replacement will follow standard shipping times, depending on stock availability.
Need assistance?
If you’re unsure about the process or need further clarification, contact our customer service team. We’re here to ensure you receive exactly what you ordered, with minimal hassle.
We appreciate your understanding and will make sure to set things right quickly.
Do you have a store?
No Physical Showroom
We are an online webshop and do not have a physical showroom, store, or display area. This means you can easily and comfortably discover and order our products from the comfort of your own home.
Unsure about a purchase?
We understand that online shopping can sometimes be tricky since you can't see or touch the products beforehand. That's why we offer a flexible return policy:
You can view your order at home, at your convenience.
If the product isn’t quite what you expected, no problem! You can return it within 30 days of receipt, no questions asked.
Need Help?
If you have any questions about our products, the ordering process, or need assistance with making a choice, our customer service is always here for you! Feel free to contact us, and we will be happy to assist you.
Do you really have your own stock?
Why is this an advantage?
Fast delivery – No long waiting times; your order is processed immediately.
Reliable stock information – On the product pages, you always see the current number of items in stock, so you know exactly what is immediately available.
Thanks to our own stock, you can quickly enjoy your purchase. Do you have any questions about the availability of a product? Feel free to contact our customer service—we’re happy to help!
Can I receive a quote?
Yes, absolutely! Thank you for your interest in our products. If you want to order more than 5 items, we’ll be happy to provide you with a detailed, personalized quote. To help you quickly and accurately, please follow the instructions below.
For customers with an account
Log in to your account • Visit our website and log in using your username and password. • Check your order history if needed.
Open the helpdesk chat • Find the helpdesk chat icon in your account or at the bottom right of the site – this is the fastest way to contact us.
Request a quote • Start a chat and choose the option “I want a quote for more than 5 products.” • Provide a detailed list of the products you’re interested in (including item numbers and quantities). • Include your billing information: full name, company name (if applicable), VAT number (if applicable), and your full billing address. • If your delivery address is different from your billing address, add that too.
Don’t have an account yet?
• Don’t worry, it’s quick and easy to create one. • Click on "account" in the top right corner of our website and select "register." • Choose whether you’re an individual or a business and fill in your details, email, and a password. • Click "register." That’s it!
Once we receive your information, we’ll promptly prepare your personalized quote and provide you with all the necessary details to complete your order. If you have any questions or need further assistance, don’t hesitate to contact us via the helpdesk chat or our customer service – we’re happy to help!
Can I order as a business customer?
Yes, both consumers and companies can place orders with us.
At this time, we do not yet offer business customers the option to purchase on account. Companies interested in ordering five or more products can easily request a quote via our Helpdesk Chat.
Coming Soon: B2B Partner Program!
We are currently working on a B2B partner program that will allow business customers to benefit from exclusive advantages, such as special discounts and personalized support. Keep an eye on our website for updates!
If you have any questions or would like to request a quote, please feel free to contact our customer service—we’re happy to help!
Can you exchange a product?
Product Exchange
Yes, in most cases it is possible to exchange a product. The process is as follows:
Returning the Original Product
Return the product you wish to exchange through our regular return process.
Once we have received and processed the return, the purchase amount will be refunded.
Placing a New Order
Order the desired product again through our webshop.
This ensures fast delivery and avoids any waiting time.
If you have any questions about exchanging a product, feel free to contact our customer service, we are happy to assist you!
What should I do if there is a problem with my shipment?
We understand how important it is to stay updated on the status of your shipment. Follow the steps below to get your query resolved as efficiently as possible.
Track your shipment • Use the tracking code you received after your package was shipped. • Visit the courier’s website and enter your tracking code to view the most up-to-date status and location of your shipment.
Contact the courier service directly • If you need more detailed information than what is available online, contact the courier service's customer support. • They are best positioned to provide you with the latest information on your shipment.
Gather the necessary information • Make sure you have your tracking number and other relevant shipping details on hand before contacting the courier service. • This will help them address your query more quickly and accurately.
Need further assistance? We're here for you! If you are unable to reach the courier service or if your problem hasn't been resolved, you can contact us for further assistance:
Log in to your account • Log in to your account by visiting our website and signing in with your username and password. • Go to your order history to find the relevant order.
Open the Helpdesk Chat • Look for the Helpdesk chat icon in your account or at the bottom right of the site. • This is the fastest way to report your issue and get support.
Report a lost shipment • Start a chat and select the "Lost Shipment" option. • Briefly describe the problem and clearly indicate the details.
We strive to resolve any issues with lost deliveries to your satisfaction. Please note that resolution times may vary depending on the courier's timeframe for processing claims. If you have any questions, don't hesitate to contact us via the Helpdesk Chat or customer support – we're here to help you!
Do you offer installation support?
We understand that organizing an installation can feel overwhelming, especially when you're planning a kitchen or bathroom renovation. While we don’t provide installation services ourselves, we’re here to support you in every other step to make the process as easy as possible.
Why don’t we offer installation?
Our goal is to provide top-quality products with fast and reliable delivery. By not including installation, we give you the freedom to choose the technician or plumber that best suits your schedule, location, and preferences.
When should you book your installer?
We strongly recommend waiting until your entire order has been delivered and checked before scheduling any installation.
This helps you avoid:
Extra costs for rescheduling
Installers arriving before everything is delivered
Delays caused by missing or damaged parts
Do you provide technical drawings or installation instructions?
Yes! Almost all our product pages include technical drawings, displayed right next to the product images — there’s no need to download anything separately.
These documents are extremely helpful for both you and your installer when planning the setup.
We also include an installation and maintenance manual in every package, so you’ll have everything you need as soon as your product arrives.
Tip: Feel free to send these drawings or instructions to your installer in advance — it makes planning even easier!
Need help choosing the right product?
Not sure which tap or sink is the best fit for your space? We’re happy to help!
Let us know your cabinet dimensions or preferred installation type, and we’ll guide you to the best option — so you can shop with confidence.
